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Sunday, March 19, 2017

Contact Center Service Delivery Manager Job in Kenya

Job Title: Service Delivery Manager

We seek a suitably experienced, self driven and motivated Service Delivery Manager to manage key accounts and provide excellent customer service to promote this idea throughout the organization.

The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Duties and Responsibilities

Manage contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables for each account.

Undertakes daily reviews of operational and quality management processes to identify gaps and areas of improvement.

Carries out weekly reviews with the various Operations staff to ensure is fully aware of any challenges that are being encountered in meeting the SLAs and tracks performance of each Account.